30 day money back

[lynnieb]

Do they still have that? And can you use the stuff then send it back? I think not...

[Wellington]

AFAIK, yes they do 30day MBG, but no, I don't think you can use it first - must be returned unused in the original packaging I think. It's a more usual MBG, rather than a a 'suck it & see' one

[Wellington]

From the C&C website:


Ideal World is committed to selling quality products which we hope you will love. However, we understand that there may be a time when you need to exchange or return something you have bought. If for any reason you are not entirely satisfied with any item, it may be sent back to us for refund provided it is returned within 30 days (unless otherwise specified) from the date of dispatch. See our returns table below for more information. You also have the right to cancel your order by fax, e-mail or letter within seven working days of receipt. This does not affect your statutory rights. Please follow our simple Returns Procedure as detailed below. If you require assistance you may contact our Customer Services Department. We also recommend that you keep your receipt or order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries
Distance Selling Regulations

Under the Distance Selling Regulations, you have a right to cancel your order for any item purchased on this website for a full refund. This does not apply to items personalised or made to your specification; audio/video recordings or software that you have unsealed; items that, by reason of their nature, cannot be returned; perishable goods (e.g. food and flowers), and periodicals/magazines.

To cancel, you can email us or write to us (see Contact Us for details) within seven working days of delivery of your item(s), quoting your order number.

If you have an order query, please email Customer Services or call us on 08700 700 802.

(For security and training purposes, telephone calls to and from customer services may be recorded or monitored).
Returns Procedure

If you wish to exchange the product (for a different size, colour, etc) please return it in its original packaging. Enclose the Returns Slip included with your goods, indicating the required size/colour/etc in the box marked 'Additional Comments'. The replacement will be sent free of charge.

If the product is damaged or faulty and you require a replacement, please return the product in its original packaging, and enclose the Returns Slip giving details of the damage/fault in the box marked 'Additional Comments'. The replacement will be sent free of charge.

If you want an immediate replacement, please call Customer Services on 08700 700 802 to process a new order. You will be charged for your new order and then refunded on receipt of your original item.

If you simply want a refund, return the product in its original packaging, and we will process a refund according to your method of payment. A confirmation will be sent to you by post for any refund processed.

Fill in the returns slip on the dispatch note, writing in the product code and quantity for each item being returned. Then alongside each product code, write the reason code for the reason of the returned item(s), and the action code for the action you require us to take (these are indicated on the back of the dispatch note). Tear off the returns slip and place it in the parcel and pack the parcel securely and attach the peel-off Returns Address Label given on the front of the dispatch note, on the front of the parcel. (Please note this does not cover postage).

Take your parcel to the Post Office for return. We recommend using Recorded Delivery for low value items and Special Delivery for items above £28 in value and all jewellery.

Breakdown of Returns Process
Type Of Good Return Timeframe
Collectables Return within seven working days
Audio / Video / Software Within 30 days if seal is not broken
Perishable Goods No 30-day guarantee unless damaged or past ‘sell by’ date. In either case, call Customer Services on 08700 700 802 for advice.
Personal Hygiene No return if pack opened or ‘hygiene strip’ removed
Cosmetics / Toiletries Within 30 days and only if less than half has been used
Christmas Products Must be returned by 24th December
Jewellery 14 day money-back guarantee

[blarf]

I'm about to have huge fun with IW. I ordered the moissanite POTD last week and when it arrived on Thursday the stone it rubbish, flat and yellowy. I have phoned them about returning it because it's faulty and lucky me, I can return it to them special delivery but if I want the cost of returning it refunding I have to write to claim that separately.

I've looked into distance selling regs recently and if and item is faulty by law you only need to make it available for collecting by the seller, you don't have to return it to them. I might have explained this to customer services except I was speaking to someone in India (I thought they had moved their CS back to the UK?) and she didn't have a clue. Not sure how to play it now, return the item and claim back the postage or contact them again to tell them they can collect it whenever they want to and claim the money back from my CC.

Sam

[Phree]

I would do the latter Sam - I bet if your credit card company actions a refund on your behalf you will find they send you a postage paid lable or something.

[lynnieb]

I got the CD Rom potw last week and it just won't worlk properly. But how did I know that unless I used it?

[Rentochops]

I'm about to have huge fun with IW. I ordered the moissanite POTD last week and when it arrived on Thursday the stone it rubbish, flat and yellowy. I have phoned them about returning it because it's faulty and lucky me, I can return it to them special delivery but if I want the cost of returning it refunding I have to write to claim that separately.

I've looked into distance selling regs recently and if and item is faulty by law you only need to make it available for collecting by the seller, you don't have to return it to them. I might have explained this to customer services except I was speaking to someone in India (I thought they had moved their CS back to the UK?) and she didn't have a clue. Not sure how to play it now, return the item and claim back the postage or contact them again to tell them they can collect it whenever they want to and claim the money back from my CC.

Sam

Time for a letter Sam - their Call Centre is due to move in the Autumn - no soon enough me thinks!

[blarf]

Urgh, I don't think I've got the fight in me at the moment to be honest. Maybe I'll get fired up soon. Come one people, tell me your IW horror stories to encourage me.

[nicecupoftea]

I found that the Rock-a-Blocks didn't work with 'See Ds' stamps so I sent them back recorded delivery. Heard nothing for a while so I emailed and heard nothing. Went back to them and they replied they had never had the item back. So, another email with the CEO or whatever title he has, Andrew Fryatt cc'd in. I gave them the tracking number and told them to check it as Peterborough delivery office had delivered it a week previously. Refund came back to me within three days. Email to confirm this - another three days...

Just keep emailing with all the evidence to prove your claim and try to get the attention of a chief bod is my advice.

[Chess]

If you can bear to, call 0870 0777002, their switchboard, and ask to speak to someone about a complaint. I waqs given this advice on ST.com and it worked. You may have to persist - I did, 'cos they kept saying their agents were busy and they'd get someone to contact me, but it took a couple more calls and a threat of involving my credit card company before I did actually get satisfaction. I would say call the say no to 0870 number which is 01733 887100 but I actually think they've cottoned on to this one - I tried it several times but it was engaged, but the 0870 number was answered instantly when I tried it immediately after.

Good luck anyway. It's such as shame this has happened - a friend of mine has a Moissanite ring and it's absolutely gorgeous.

[blarf]

Thanks everyone, I'll give the number a try. I also tried the 01733 but couldn't get through - outrageous!
I have some moissanite earrings that are stunning but I think they have grades of stone and this is not one of their better ones, I've seen nicer glass! I've ordered a pendant from moissanite.co.uk now instead.

[Chess]

Passing thought - why not contact them on that site and tell them about the problem - it is the official site, after all, with its guarantee on the front page!!